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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>All,<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>If you experience problems with Uber, be sure to submit your complaint under “I want to report a service animal issue.” Here’s two ways to file a complaint:<o:p></o:p></p><p class=MsoNormal> <o:p></o:p></p><p><span lang=EN>• To file a complaint from the Uber Rider App, navigate to the “I Want to Report a Service Animal Issue” complaint screen, which is available through both the trip details screen and the account menu button under accessibility.<o:p></o:p></span></p><p><span lang=EN>• To file a complaint from the Uber website, look for the “I want to report a service animal issue” link at:<o:p></o:p></span></p><p><span lang=EN> https://accessibility.uber.com/service-animal-policy/<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>If you file a complaint under some other area, it may not be directed to Uber’s access department in a timely manner. This was very apparent when, last week in NJ two guide dog handlers were denied transport by Uber drivers because they were accompanied by their guide dogs. One handler was denied three times in a row by three different drivers before he finally contacted a local cab so he could get to work. The other handler was able to successfully get a ride after the second attempt. Both handlers reported the issue on the same day but one handler reported it under assistive devices. He heard nothing for several days until he resubmitted his complaint under I want to report a service animal issue. He then received a quick response and his $5 cancellation fee was immediately refunded. An investigation is now being conducted. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>In contrast, the other complaint was reported in the service animal section and the matter was resolved within the week. All three drivers were deactivated from the platform.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>So remember, submit your complaints at “I want to report a service animal issue.” Also, the NFB testing program is still being conducted so please take afew minutes to fill out the questionnaire at <a href="http://www.nfb.org/rideshare">www.nfb.org/rideshare</a><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Thanks,<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Ginger <o:p></o:p></p></div></body></html>